Modelo de gestión por procesos en el Tecnicentro de la empresa Cauchosierra S.A.

Abstract

CauchoSierra S.A. is a leading company in the retreading of tires nationwide, has a fundamental pillar which is the technicenter where its services are provided; however, this technicenter lacks a formal structure of process management, since problems were identified as the lack of standardization of activities, generating loss of resources and reprocesses, there is also a large number of customer complaints, which directly affects the quality of service provided. An initial diagnosis was made by analyzing the work flow, the roles and responsibilities of the personnel, as well as the interactions with the clients. Based on these findings, the processes were classified into strategic, operational and support processes, which were represented in the process map. Eleven operational processes were identified, which were described through characterization diagrams that include the SIPOC diagram and the relationship of the activities with the PHVA cycle. Finally, indicators were established to help control the process. In order to standardize operating processes, work instructions have been developed that describe in detail the way in which each process must be carried out. These instructions include a flow chart showing the sequential order of the activities to be performed. Additional information was also recorded, such as the required personal protective equipment, measures and recommendations for preventing accidents based on past incidents, as well as signage of the associated risks, and finally, informative documents were created on handling loads, conditions for rejecting casings, and the procedure for loading and securing tires. Finally, we developed the procedure manuals of the operative processes that contain information that is not detailed in the instructions in a more extensive way and with documents that help to control the indicators.